JOB DESCRIPTION:

HR Service Center Manager

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Warsaw, Poland location in the HR Services Department (on site position).

This role is responsible for driving optimal customer satisfaction and directly supervising the day-to-day activities of the HR Service Center team in regional area assigned. The role is also responsible for hiring, developing, rewarding, and conducting performance management activities. Responsible for all incoming real time and queued workloads, make intra-day adjustments against forecasts, service level goals, planned activities and meetings, and other KPIs. Set expectations and hold team members accountable for highest levels of customer satisfaction. Collaborate in a global network of HR colleagues with numerous stakeholders in a matrix structure. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.

The incumbent must demonstrate servant leadership by doing “what is right” for Abbott, our stakeholders, and the team which he/she leads. Incumbent will also be accountable for striving to exceed the needs of our customers and must demonstrate decisiveness and anticipatory problem solving. Participate in GHRS Projects on behalf of the Service Center.

What are the Core Job Responsibilities:

• Drive optimal Customer Satisfaction; focus on excellence in HRSC activities. Promote the satisfaction of the SC customers (Abbott employees and managers) of the organization aligned to Global HR Services (GHRS) vision and Pillars. Drive the adoption of the GHRS concierge model.
• Operational Excellence: Floor Operations: Establish daily staffing schedules; monitor real time (phone and chat) and queued workloads (emails, forms, contracts, off-boarding checklist) against forecast; react to changes in business conditions including inbound work volumes, available staffing, and escalated work; monitors daily service level.
• Collaboration: Shares workload across a global network of service centers and GHRS peers in a matrixed structure; trusted partner of managers and HR in the region.
• Coach associates/ specialist to troubleshoot and resolves customer escalations by partnering with Service Center Colleagues, others GHRS colleagues or Practice Centers, BHR, Payroll, ER and/or Legal.
• Conduct Quality Reviews through utilizing monitoring tools to assess the work efficiency and handling of the customers inquiries.
• Identifies process and service gaps, roadblocks to quality customer service and gathers and disseminates voice of the customer feedback.
• Adherence to Compliance: Promote a compliance team mindset. Assures team members trainings attendance and recertifications per established guidelines, raises red flags, manages late terminations globally.
• Talent Management:
• Attract: Work closely with TA recruiting team to guarantee the timely sourcing and hiring.
• Develop: Ensure Onboarding is executed timely and in alignment to GHRS standards that includes meeting the 90-day timeline milestones. Additionally, ensure ongoing training needs are met to support the business needs. Applies regular coaching and feedback to enhance their skills and competencies. Also manage underperforming employees and mentor high performing talent accordingly.
• Retain: Execute all engagement initiatives to generate a healthy and positive environment. Promote diversity, encourage individuals to drive their careers, recognizing and rewarding their teams for their contribution.
• Continues Improvement: listen, gather, and identify process improvement opportunities to address customer needs and drive internal process efficiencies.
• Stakeholder Management: Manage its teams scalations using the GHRS matrix, collaboration, leveraging the HR global Network.
• GHRS Projects: Participate in the development and implementation of GHRS key projects on behalf of the SC.
• System Administration Duties: Manages Work scheduling tools, tracking team daily attendance, apply interventions and assures appropriate workforce adjustments to meet the coverage needs. Ensures offboarding tasks are completed timely. Also is in charge of tracking, consolidating and reporting Overtime.

Required and preferred Qualifications

• Bachelor’s degree with  min 5 years of relevant work experience,
• Relevant work experience includes 3+ years of prior supervisor or manager experience in a shared service center or call center with supervision of 5 or more employees. Oversight of payroll operation is an advantage.
• Fluency in English required; excellent telephone, written and verbal communications skills necessary.
• Expert knowledge in HR service technology tools like: ticket management system, Workday or other HCM.
• Ability to collaborate and deal with ambiguity; excellent talent development and coaching skills
• Human Resources and Project Management experience is a plus.
• Cultural awareness to be able to work with global customers, teams and well as lead the diverse group of individuals.
• Critical thinking- objective evaluation of situation; listen, process and ask relevant questions; use common sense; think before acting.
• Relationship builder – develop rapport, build trust, understand needs, deliver on commitments; emotional intelligence and empathy.
• Time management, problem solving and attention to detail is required.
• Multi-tasking – meet multiple commitments, recognize the priority of work to complete on time.

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

HR Operations

     

DIVISION:

CHR Corporate Human Resources

        

LOCATION:

Poland > Park Postepu : Building B

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable